Job Description

Onsite Desktop Support Analyst / Team Leader

We are seeking a proactive Onsite Desktop Support Analyst with low-level Team Leader responsibilities. This is a hands-on role providing technical support to end users while assisting with the day-to-day coordination of a small support team.

The successful candidate will possess desktop support experience across Windows and MAC environments, excellent troubleshooting skills, and the ability to lead by example in a fast-paced operational environment.

Technical Support

• Provide onsite and remote technical support for end users across multiple locations.
• Diagnose and resolve hardware, software, operating system, and peripheral issues.
• Support and maintain desktops, laptops, mobile devices, printers, and associated equipment.
• Install, configure, and support Windows 11 and macOS devices.
• Administer and troubleshoot Microsoft 365 (O365) applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Manage user accounts, permissions, and access requests.
• Build, deploy, and maintain desktop and laptop hardware.
• Escalate complex issues to appropriate teams while maintaining ownership through to resolution.
• Maintain accurate documentation of incidents, requests, and technical procedures.

Team Leadership Support

• Provide guidance and mentoring to junior support analysts.
• Assist with task allocation and workload management within the support team.
• Act as an escalation point for first-line technical issues.
• Support the Team Lead or IT Manager with service delivery activities and reporting.

Essential Skills & Experience

• Proven experience in a Desktop Support, IT Support Analyst, or Service Desk role.
• Strong knowledge of Windows 11 administration and troubleshooting.
• Experience supporting macOS environments.
• Solid understanding of Microsoft 365 (O365) applications and services.
• Experience diagnosing and repairing desktop, laptop, and peripheral hardware issues.
• Knowledge of Active Directory, Azure AD/Entra ID, and user account administration.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, VPNs, and wireless networking.
• Experience using ITSM/ticketing systems.
• Excellent customer service and communication skills.
• Ability to prioritise workloads and work effectively under pressure.

Desirable Skills

• Experience with Intune, Autopilot, or endpoint management solutions.
• Knowledge of ITIL principles and service management practices.
• Previous experience acting as a team lead, senior analyst, or mentor.
• Relevant industry certifications such as:
  • Microsoft Certified
  • CompTIA A+
  • CompTIA Network+
  • ITIL Foundation